Telkom handed my account for collection for their own mistakes

From February this year, telkom has been having one problem after another where service was always not available. I logged several calls with them and some of them would take long to resolve but "I would still continue to pay my TOTAL monthly subscription fee". It got worse in August when again they had a issue which lasted more than 20 days and my line was crossed with PNA line (meaning PNA calls were flooding my line until I disconnected the line). Again I logged this issue and at the same time dispute the payment because I never used the service almost the entire month. Subsequent to that I sent my cancellation formm to cancel all subscriptions but the line. Telkom called me and advised me that my dispute was granted and that i only needed to pay R272.00 and that my statement will reflect such. But that was until I received the statement showing that I was owing R1738.42. Again I called Telkom and the lady asked me to send the cancellation form together with a copy of my ID stating my line was not cancelled because I did not provide my ID document hence the R1738.42. Sadly nobody called me and advised such. Despite sending few follow up emails to the lady, I am yet to receive any feedback from the lady, instead I got a call from Telkom account department advising that my account was going to be cancelled. Few days later, a legal company is now calling me advising that Telkom has handed my account for non-payment.